Coordinator II, Client Experience

About Our Client

This organization operates in the clinical research industry, focusing on overcoming operational bottlenections that slow the progress of clinical trials. It provides comprehensive ethical review services supported by innovative technology and deep industry expertise to seamlessly connect patients, research sites, study sponsors, and contract research organizations (CROs). This integrated approach aims to significantly accelerate clinical trial timelines and improve global human health outcomes.

About the Opportunity

The Coordinator II, Client Experience role serves as a key resource for internal and external clients, ensuring strict adherence to industry best practices and providing ongoing operational support. This position drives client satisfaction by managing multi-channel communications, addressing complex issues promptly, and continuously improving service delivery metrics. The role contributes directly to client retention and enhances the overall service experience through direct assistance, strategic project involvement, and cross-functional collaboration with team members.

Responsibilities

• Collaborate with management and team leads to optimize operational processes and support strategic, client-facing initiatives
• Serve as a primary point of contact for clients, delivering exceptional, high-touch customer service across all interactions
• Maintain a comprehensive, up-to-date knowledge of Institutional Review Board (IRB) processes and regulatory submission requirements
• Support clients with a variety of administrative and technical tasks to ensure maximum satisfaction and data accuracy
• Respond promptly to client inquiries and systematically document client experience data within internal tracking systems
• Escalate urgent client concerns or compliance risks to the appropriate leadership channels as needed
• Work collaboratively with internal cross-functional teams to proactively resolve complex client issues
• Channel structured client feedback through proper internal pipelines to inform product and service developments
• Participate actively in process improvement discussions and root-cause analyses
• Act as a functional liaison between internal operational teams and dedicated client support systems
• Conduct live technical demonstrations of proprietary client interface tools and portals
• Serve as a subject matter expert (SME) for end-to-end IRB workflows and regulatory pathways
• Participate in assigned special projects and execute targeted deliverables as directed by management

Requirements

• Bachelor’s degree in Business Administration, Communication, a science-related field, or a closely related discipline; or a High School Diploma/GED paired with a minimum of three (3) years of relevant administrative experience
• Three (3) or more years of progressive professional experience operating within an Institutional Review Board (IRB), health-related field, or clinical research environment
• Proven ability to exercise sound professional judgment and operational discretion under established guidance parameters
• Solid foundational understanding of FDA, OHRP, and ICH regulations governing informed consent and institutional review boards
• Intermediate software proficiency utilizing Microsoft Office Suite and modern Customer Relationship Management (CRM) software
• Strong communication, presentation, and active listening skills suited for managing diverse stakeholder relationships
• Prior experience operating in a customer success or client relations capacity within a clinical trials, bio-tech, or healthcare SaaS company
• Active Certified Institutional Review Board Professional (CIP) or related clinical research certification (preferred)

Pay Range and Compensation Package

Target baseline salary framework: $54,029.00 to $89,148.00 USD annually
Final salary placement within this tier is calibrated dynamically based on the candidate's geographic location, unique clinical research background, and CRM system fluencies
Total compensation structure features a competitive baseline salary paired with eligibility for a variable annual performance bonus

Benefits & Perks

• Comprehensive medical, dental, and vision health coverage options
• Structured calendar of paid corporate holidays
• Remote work infrastructure support paired with professional training and career development paths

Equal Opportunity Statement

Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.